Principal Service Engineers ensure caregivers have a fast, reliable, and frustration‑free digital experience by owning and operating our Digital Employee Experience (DEX) platform, powered by Nexthink.
Partner with endpoint engineering, service desk, and application teams to design, scale, and run Nexthink as a core enterprise service—turning endpoint telemetry into actionable insights, automation, and measurable outcomes.
Own the full service lifecycle, from platform architecture and experience scoring to proactive alerting, self‑healing workflows, executive reporting, and cost optimization.
Advance the organization from reactive support to experience‑driven operations.
Quickly identify root cause, restore service, and ensure the fix sticks through durable automation and improved monitoring.
Set technical standards, mentor other engineers, and shape the DEX roadmap—defining what “good” looks like for endpoint experience and translating complex data into business‑level impact.

Bachelor's Degree Computer Engineering, Computer Science, Mathematics, Engineering -OR
a combination of equivalent education and experience
8 or more years of related experience
Strong experience in automation, specifically related to deployment, recovery, or other manual processes
Strong experience with n-tier solutions.
Strong experience with resilience modeling (failure mode analysis) and ability to simulate service outages for point solutions (automated) and platforms (manually).
Strong experience influencing engineering team members in translating customer and technical requirements into service architecture to meet Quality of Service Expectations.
Strong experience leading and representing the Service in backlog discussions and standups to establish appropriate prioritization of Live Site requirements.
Strong experience leveraging data and metrics to drive behavior, process, and priority decisions. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Strong experience in advanced problem solving using systematic procedures and investigating problems utilizing root cause analysis.

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.
Health care benefits (medical, dental, vision)
Retirement 401(k) Savings Plan with employer matching
Paid parental leave
Paid time off
Voluntary benefits
Well-being resources
Bonus opportunities

Principal Service Engineer – Digital Experience, Virtual

Key skills